Complaints

This profile includes complaints for ServiceMaster DSI's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ServiceMaster DSI has 20 locations, listed below.

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  ServiceMaster DSI

  2400 Wisconsin Ave Downers Grove, IL 60515-4019

• 

  ServceMaster DSI

  6537 W Independence Dr Springfield, MO 65802-5986

• 

  Service Master

  123 W Progress Dr Princeton, IL 61356-9723

• 

  ServiceMaster DSI

  9702 85th Ave N Maple Grove, MN 55369-4537

• 

  ServiceMaster DSI

  145 Cupped Oak Dr Ste B Stallings, NC 28104-8839

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company did work on our house after we had a fire. They charged us for work they did not complete and are threatening to *** us if we do not pay. During the course of them working on our house they damaged things and stole some of our property.

  Business Response

  Date: 09/19/2023

  This complaint was given to our management and leadership in the local branch and they have been in contact with the customer. They will be working with the customer to try to resolve any issues at the earliest convenience of the customer.

• Initial Complaint

  Date:07/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 6, 2023 I entered into an agreement with Servicemaster to restore my home from water damage. They came out, started on the work and stopped want me to pay them and I refuse to pay until the job is completed. I never said I will not pay them. I said, pay them when the job is completed. Now they threaten me to put a lien against my property for nonpayment. I will pay them all thats old when the job is completed. Thats the problem.

  Business Response

  Date: 07/26/2023

  This is not our ServiceMaster Franchise and this is not our customer.  This customers address is in ************** and our franchise is in ***********.  I do not understand why this continues to happen or how a bogus complaint is allowed to even be filed against our company or franchise with no vetting being done by bbb.  How can a complaint go through the system when the service address is 3 time zones away on the other side of the country?  Please correct this from happening time and again and remove this complaint from our record.

  Business Response

  Date: 08/25/2023

  Water mitigation work was completed and has not been paid, although checks were sent to customer.  
  
  We had a signed contract and draw schedule for the repairs, but the customer refused to pay the agreed upon draw to get started.  We advised him that without the agreed upon draw payment we would not be able to start his repairs.  We have since had to close the file as the customer continued to refuse to pay, even on the mitigation side.  

• Initial Complaint

  Date:05/30/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Service Master was hired and referred by the insurance company to repair my home from water damage, They are refusing to complete the work. The work they have completed is poorly completed, and I have paid them over 10k so far. I have several times reached out to have the work completed and completed the correct way, but each time I get poor ************ the company is pushing me to sign a form stating the work is complete and threatening to put a lien on the property if I do not. I will not sign because the work isnt complete and not the company will not return my calls. This has been going on since AUG 2022. All I want are the repairs to my home to be completed the right way. I refuse to pay until this happens. The company also signed a lien waiver for the work but they are still threatening to lien the property even with unfinished work.

  Business Response

  Date: 06/10/2023

  We have completed multiple punch lists for ******************* and corrected every that we are charging for with the exception of a cabinet door that is due in today. (6/7/2023).  The photos attached are before any of the corrective work had been completed and not indicative of the current state of the property.  The wall wall patching and painting is not in our scope of work that we are charging for and the patching was self performed by the homeowner.  Approximately half of the flooring was replaced on 4/21-4/24 along with trim repair and repainting.  
  
  We are asking ******************** to sign a Certificate of Satisfaction.  This is an insurance claim and a required document for the insurance to release payment.  The lein waiver was conditional on payment.  A mechanics lien is our rightful protection to ensure we will receive payment for completed work.
  
  We have recently completed several punch lists and requested ******************** to be on site.  Here is a timeline of the last month attempting to complete any outstanding items for Ms. ********************* Cabinet guy scheduled to do his repairs. She was asked to be onsite, she agreed. Customer was not there when he showed up. Rescheduled.
  5/10 Cabinet guy went to fix her concerns. Everything was completed except for a door she wanted replaced. Door was ordered.
  5/17 Construction Superintendent (***) went to complete another punch list. She was asked to be there and she agreed. When *** got there she texted him and said she had to run out. 
  5/18 received the following email from ********************: "Still waiting on a cabinet door from ***, also the lien waiver. Once both of those are complete ill sign, Thank you ************************* *********************************"  A conditional lien waiver was provided.
  
  As of 5/18 everything was completed and she was happy except for door and lien waiver.   The door is due in today.  We will contact ******************** to schedule the door replacement.
  
  
  

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20122960
  
  I am rejecting this response because:

  The photos attached are the current state of the property right now. When *** showed up the last time on 5/17 I was there at the home. I was upstairs and told him the door was unlocked. Before he left the property I asked if he needed anything else from me as I work night shift and was upstairs. Also I was never asked to be on site for that day. 

  I spoke to the attorney for service master and the company is suppose to come out and yes install the cabinet door, along with repair the cabinets that are still not correct, and I specifically asked for a manager to come look at the floor because the attached photo is how the floor is and in their opinion is completed. 
  

  The company has a right to put a lien on the property, it also states in our contract that payment will be made upon completed work. The work is not completed. If the work doesnt get completed and we do not get this issue resolved. Then we will be in court, and service master as stated in the contract will be responsible for fees. 

   

  Yes they have completed several punch list of items not completed right the 1st, 2nd, 3rd time around. That does not mean that because they have fixed some of their work the other messed up work doesnt need fixed. All the work needs to be completed before the *** form is signed, and payment is made. 

  Saying the wall repair is out of their scope is absurd. To think of a company damages something while replacing something else on your home they are not responsible to repair it is insane. Yes the walls were not on the scope of their repairs, but the walls were damaged when they removed the old trim which was apart of those repairs. So companies being paid to do a job damage something during that job are not responsible to repair what was damaged? 

  The attorney worked out a last try between the company and myself to try and get things right, so we will see if they are able to complete the work they agreed to do. Or if they want to leave yet another unsatisfied customer with half done work. 

  
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/19/2023

  We are actively working with ******************** to ensure she is satisfied with the end product. There was a return visit scheduled for Friday 6/16 at 11am.
  
  
  

  Customer Answer

  Date: 06/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  We are working on a solution to try and get the remodel done correctly. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made a homeowners insurance claim with Nationwide. Ice Dam/water leak Claim made 3/27/23 Claim #: 413883-GO I called/got Ice Dam removal ************** had it taken care of by 3:00 p.m. that afternoon. (pictures provided.)Nationwide told me I'd be contacted by this water damage/mitigation service after I got ice dam removed: Service Master called & said they were referred by NationWide on this claim and I set appointment for demolition/removal of damaged **************************** caused by ice dam in my insulated/sheetrocked garage, home entry *************** adjoining to the home.3/28/23 9:10 a.m. one person showed up. He tore out sheetrock in ceiling part of firewall and the back wall adjacent to my master bath, set up commercial airblowers to dry out the rafters and than left about 12:30. He said he'd be back the next day to check moisture level/remove the blowers and than I'd be contacted by a project manager from Service Master to get the repairs done.3/29/23 - 11:50 a.m. a different Service Master rep. shows up and said he's just there to check the moisture content in the walls with a meter and remove the blowers/ladders. He said the project manager would be in touch later that day or following morning to for getting repairs done. I asked how could he tell if there was moisture in the wall behind the sheet rock, now that it was below freezing again. He said good question, I don't know. I just use the meter and if it says it's good I take the equipment and hand off to the project manager for repairs!3/3023 - 4:00 p.m. Still no word from Service Master P.M. I still hadn't heard from my assigned NationWide Ins. Claims Adjuster (*******) so I called but got her v.m. I left a message stating; 'Still no response? We've got a major storm coming in tomorrow! 10 minutes later, *****, the ServiceMaster P.M calls and said they won't get repairs done for at least 10 weeks but he can come look at it. He told other stuff - seemed unlikely. Cannot wait!

  Business Response

  Date: 04/05/2023

  We received both assignments for ******************** on 3/27 (Mitigation and Repairs). We contacted immediately and explained the ice dam needs to be removed before mitigation can be completed. ******************** had the ice dam removed and we serviced for mitigation on 3/28 and completed the dryout on 3/29. We wait until mitigation is completed to write an estimate for repairs, allowing us to better understand the damage. ***** (Project Manager) contacted ******************** on 3/30 to schedule a repair inspection, where we explain to all customers our lead time on repairs so that we don't overpromise and underdeliver. I had noted the files and advised the adjuster in this regard. We apologize for our delays on starting the repairs, but that is our lead time due to the volume of work in the area. 

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2022 I had a fire in my kitchen, I hired ServiceMaster and site manager *** to restore it. *** saw the kitchen in its original form and I asked them to restore it and I never asked them to redesign it. First (****) they asked me to look at cabinets at Menards to see what I liked or maybe reusing the old cabinets. They they could not reuse the old cabinets and would need to custom make them so they asked me to sign off on getting the cabinets made, wood and counters. I was never informed of a redesign on my cabinets. I had open space before and the cabinets were on only one side of the kitchen, now there is no space for the dishwasher or refrigerator. Then also they had **** who returned my contents left my house inaccessible for a disabled man and total mess and insurance said they would pay to unpack. (Then they send in this black *************** me for being upset over the mess they left and the damage to blinds their movers left and threw him out of my house). *** saw the appliances I had and the way my kitchen looked originally and I never asked for a redesigning my cabinets or was I aware that they were going to redesign instead of restoring them.

  Business Response

  Date: 03/28/2023

  Being in the business of insurance restoration we truly understand that a loss at your home is stressful and a major inconvenience.  We apologize if the homeowner doesnt feel that we have done everything that we were hired to do and have worked with the insurance company with their best interests in mind.  Due to the extent of the fire we were unable to re-use or re-build the existing cabinets in the kitchen.  We brought in a custom cabinet builder which was covered by the insurance company and had them provide cad drawings of what they would look like and the layout of the kitchen.  The homeowner viewed these drawings and approved them on 12/11/22 by signing off on them which put the cabinets into production.  There were two more changes made to the cabinet configuration on 1/11/23 and 1/17/23 at which time drawings were again reviewed and signed off on by the homeowner.  The refrigerator was purchased directly by the homeowner.  The original dishwasher was a portable dishwasher, not a built-in, and was also not part of our scope of work.  These items were discussed many times with the homeowner during the process.

  
  Standard practice when returning contents/personal property to a home does not include unpacking boxes.  Just like a moving company, we place the packed boxes in the home, and it is up to the homeowner to unpack at their convenience.  In this case, the homeowner was unable to do this himself, so the insurance company had agreed to cover the cost to have this done for him.  We scheduled a time with the homeowner and when our team arrived to do the work the customer was a no show.  He stated that we needed to reschedule for either after hours or on a weekend.  ********************* would not pay for services outside of regular business hours so we offered multiple companies that could complete this for him.
  

  We feel we have been more than reasonable and professional in trying to resolve any issues this homeowner has brought forward.  The homeowner has continued to berate, harass, and threaten our employees through endless voicemails and texts at all hours of the day/night.

  
  At this time, we feel we have exhausted all means of satisfying this customer and have fulfilled our contracted work at this residence.

• Initial Complaint

  Date:12/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my home in a fire, Service Master was contracted by my insurance company and myself to repair and clean damaged items. I have photos and a list of items lost and damaged (beyond the smoke) caused by Service Master DSI. I have escalated locally and to executive management in writing with photos and an itemized list of items and the associated damages caused. In addition, they are trying to collect money's not owed over and above my insurance coverage without my permission

  Business Response

  Date: 12/26/2022

  Response from *********** Management Team: We went above and beyond replacing items that were damaged in the fire and her insurance company  reimbursed her for it. We also have documentation of attempting to mitigate the situation. We would like to note that her insurer stated that the policy limits were met due to the insured claiming price differences and items missing from the Servicemaster list.They added those to the insured's claim. The policy limits were met then. Insurance had already paid the remaining funds to ServiceMaster for what they could allow. $13,261.90 can be paid to ServiceMaster for inventory, pack out, and pack in. Anything over which at the time was $4,363.27 that the customer would owe to pay **********************. In addition, We reminded her that we didn't cause the fire, we were hired to clean her items, and since she wasn't satisfied, we removed that charge ($250-300 total). Unfortunately, some items were not salvageable from this fire. Documentation is attached.
  
  

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house flooded on June 4th, 2022. We contacted servicemaster that day and someone came out to assess the damage. We were told by this employee that he could not place equipment due to his back being injured but that someone would be over first thing the next day. Noone showed up so I called around 11am and was told that the employee did not set this up so no one was coming out. My husband and I had set up fans and dehumidifiers at this point to try to prevent mold growth. Finally, someone came to set up equipment and made me resign the same paperwork because they lost the first set and he redid the assessment. Their equipment leaked and caused damage to our baseboards, which they were supposed to replace due to this, and have done nothing. Once the equipment was removed, they would only remove part of the damaged drywall and wouldn't remove the tile or vanity from the affected bathroom even though it was clearly water damaged and reading wet. The employee told me it wasn't wet enough to remove. At this point, my insurance told me to get another opinion which I did and all of that was removed by the other company. My issue is that ServiceMaster has not sent an invoice to my insurance company detailing the damage. Without this invoice, my insurance will not let us move forward and has now closed our claim until the invoice is sent. We have contacted them repeatedly and keep getting told it will be done but nothing happens. We just keep getting the run around and I'm furious. Our house is in disarray because they will not send the bill to the insurance or me. I don't understand why this is so difficult. Not one person can give me an explanation. I need this taken care of and I have lost my patients which is why I'm filing this complaint. Please help me get this resolved. I will never use this company again but I need to move forward with my claim and they should want to get paid. Thank you,*********

  Business Response

  Date: 09/20/2022

  Per our ****** Branch Manager: I (branch manager) spoke with the homeowner yesterday and apologized for the poor services. I let her know the invoice was sent out. I also left a message with the adjuster.